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AgentForce

Humans with Agents drive customer success together. Build and customise autonomous AI agents to support your employees and customers 24/7.

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What is an Agentforce Agent?

An Agentforce Agent is a proactive, autonomous application that provides specialised, always-on support to employees or customers. They're equipped with the necessary business knowledge to execute tasks according to their specific role.

What is an Agent's role?

The role is the Agent's purpose. It defines the job to be done and the broader goals the agent should achieve on your team.

What is an Agent's knowledge?

Knowledge is the data the Agent needs to carry out its role. This could include company knowledge articles, CRM data, external data via Data Cloud, public websites, and so on.

What are an Agent's actions?

Actions are the predefined tasks an Agent can execute to do its job based on a trigger or instruction. For example, it could run a flow, prompt template, or Apex.

What are an Agent's guardrails?

Guardrails define what the Agent can and cannot do. These can be natural-language instructions to escalate to a human, or could come from built-in security features in the Einstein Trust Layer.

What are an Agent's channels?

Channels are the applications where Agents can do work. This can be your website, CRM, mobile app, Slack, and more.

What is an Agentforce Agent?

These companies are seeing value from their Agentforce.

Agentforce outperforms our old chatbot by over 40%.

Agentforce could be Salesforce’s most powerful support tool yet.

Customise pre-built Agentforce Agents for your business needs.

Service Agent

Resolve customer inquiries 24/7.

Agentforce Service Agents engage customers autonomously across channels 24/7 in natural language. They resolve cases swiftly and accurately because every answer is grounded in trusted data. Set your Service Agent up in minutes using prebuilt templates, or customise fast with low-code. Define clear security guardrails and when to seamlessly escalate to human employees.

Service Agent
Sales Development Representative (SDR) Agent

Engage with prospects 24/7.

Agentforce SDRs autonomously answer product questions, handle objects, and book meetings for sales reps. They act and respond accurately, with responses grounded in your business data. You decide how often, which channels, and when your agent will engage before briefing sellers for handoff. It can meet leads on their preferred channels, like SMS or WhatsApp, in any language.

Sales Development Representative (SDR) Agent
Sales Coach

Provide personalised sales role-plays.

With a Sales Coach Agent, you can practice pitching, handling objections, and negotiation with realistic role-plays tailored to each deal. Get consistent feedback on seller strengths, areas for improvement, and actionable steps to advance deals, all grounded in CRM data. Then, easily assess ROI by analysing win/loss rates of deals, with or without coaching.

Sales Coach
Personal Shopper Agent

Offer personalised product recommendations.

Engage shoppers with a personal assistant. Power personalised conversations directly on your commerce site or in a preferred messaging app, like WhatsApp. Help shoppers find products and make purchases faster by guiding search queries and personalising product recommendations.

Personal Shopper Agent

Which agent will you build?

Scale your workforce. Handle any business use case. With Agentforce, you can quickly configure any agent from scratch with existing Salesforce tools like prompts, flows, Apex, and APIs.

Healthcare Agents

Autonomously engages with patients, providers, and payers to resolve inquiries, provide summaries, and take action across multiple channels.

Banking Agent

Autonomously analyses data, proactively manages client requests, and provides personalised service across retail, commercial, and investment banking.

Retail Agents

Autonomously share campaign insights, proactively manage customer outreach, and resolve cases for fashion, grocery, and convenience retailers.

Operations Agent

Autonomously helps Operations teams manage plan creation, resourcing needs, and track progress across teams.

Marketing Agent

Autonomously and continuously analyse, adjust, and optimise campaigns based on your goals. Includes automated personalised content.

CX Agent

Autonomously analyse customer surveys and reviews, proactively suggest customer retention improvements, and manage omni-channel experiences.

Analytics Agent

Autonomously share data insights, conduct visualisations, and suggest data-driven actions to take.

IT Agent

Autonomously monitor security threat detection, share network insights, and resolve customer and employee helpdesk support cases.

Finance Agent

Autonomously share insights on financial reporting and risk assessments, act on fraud detection, and resolve compliance-related queries.

Customise your agents on the Salesforce Platform.

Tailor pre-built agents to do whatever your business calls for with low-code. Here's how.

Agent Builder user interfaces with UX to create an AI agent.

Agent Builder

Agent Builder is the low-code builder for Agentforce. Users can tap into existing tools like Flows, prompt templates, Apex, and APIs to configure their Agent. Setup is simple: Create a job to be done by the Agent by defining topics, giving natural language instructions for that topic, and creating a library of actions for it to choose from. Easily monitor an Agent’s plan of action and test its responses right in Agent Builder.

Agentforce user sets actions for an AI agent within the product UX.

Atlas Reasoning Engine

The Atlas Reasoning Engine is the brain of Agentforce agents. Users can equip agents to respond naturally and adapt to situations so they're faster, more multi-turn, and more capable. Increase their accuracy with topics, which classify requests into a specific category with a defined scope and rules, including which actions an agent can and cannot take.

Agentforce user sets guardrails for an AI agent within the Agentforce product UX.

Trust & Guardrails

With Agentforce, teams can use natural language topics and instructions to create guardrails for an agent, including when to escalate or hand off a task to a human. The Einstein Trust Layer enables Agentforce to use any model safely, without fear of giving confidential information to a 3rd-party model provider.

Only Agentforce brings together
Humans + AI + Data + Actions

Humans + AI

The most effective use of AI agents is as partners to humans in the customer experience. Assistive agents can help employees in the flow of work by taking on time-consuming jobs so people can focus on high value tasks. Autonomous agents perform certain tasks proactively and escalate to humans when necessary. For example: Agents can provide every new AE their own, personal sales coach that gives them feedback, offers guidance, and helps them be their best on the job.

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Agentforce Frequently Asked Questions

AI Agents are autonomous, proactive applications designed to execute specialised tasks to help employees and customers. Agents use large language models (LLMs) to analyse and understand the full context of customer interactions or an automated trigger, then reason through decisions on the next steps autonomously.

These agents generate responses that are consistent with your company’s brand voice and guidelines using trusted business data, including Salesforce CRM data, external data from Data Cloud, and more. These agents are capable of operating 24/7 across various platforms like self-service portals and messaging channels, handling tasks proactively within set guardrails. When faced with complex issues beyond their scope, they can escalate the matter to human agents, ensuring that queries are resolved efficiently and accurately.

Businesses can build agents with Agent Builder using existing Salesforce Platform tools to create standard and custom topics and actions. You can use prompts grounded in trusted enterprise data. You can use Flows to create automations across any system. You can use MuleSoft API connectors to connect Agents to any system. And last, you can use your Apex & Javascript to create the custom code and business logic for your Agent.

Businesses can create an agent for any role, any industry and to solve any use case. With Agentforce, it's ready to spin up out-of-the-box agents across service, sales, marketing, commerce, and more.

  • Service Agent replaces traditional chatbots with AI that can handle a wide range of service issues without preprogrammed scenarios, improving customer service efficiency.
  • Sales Development Representative (SDR) engages with prospects 24/7, answering questions, managing objections, and scheduling meetings based on CRM and external data, allowing your sellers to focus on building deeper customer relationships.
  • Sales Coach provides personalised role-play sessions for your sales team, using Salesforce data and generative AI to help sellers practice pitches and objections tailored to specific deals.
  • Merchandiser assists your ecommerce merchandisers with site setup, goal setting, personalised promotions, product descriptions, and data-driven insights, simplifying daily tasks.
  • Buyer Agent enhances the B2B buying experience, helping your buyers find products, make purchases, and track orders via chat or within sales portals. Personal Shopper acts as a digital concierge on your ecommerce sites or messaging apps, offering personalised product recommendations and assisting with search queries.
  • Campaign Optimiser automates the full campaign lifecycle, using AI to analyse, generate, personalise, and optimise marketing campaigns based on business goals.
  • Agentforce (formerly Einstein Copilot) supports employees in the flow of their work with specific tasks by searching for data, creating action plans, and executing them to increase workplace efficiency.

Einstein is natively embedded into the Salesforce Platform and leverages data from CRM and external applications to provide insights, predictions, and generated content directly in the flow of work.

An agent builder is a platform for building and customising AI agents. With Agentforce, our low-code Agent Builder that makes it easy to customise out-of-the-box agents or build new agents for any role, any industry, or any use case using existing tools like Flows, Prompts, Apex, and MuleSoft APIs to configure their agents. Using Agent Builder, businesses can create a job to be done for their agent by defining topics, writing natural language instructions within that topic, and creating a library of actions for it to choose from. Users can also easily observe an agent’s plan of action and test their responses in Agent Builder.